KCS PRACTICES V6 CERTIFICATION WITH
SOLUTIONS
Factors for self-service success - ✔✔Findability
Completeness
Access
Navigation
Marketing
Types of Demand - ✔✔Assisted - call in
Self-Service
Communities and Social Media - chat boards, discussion boards (e.g. StackOverflow)
Captures the collective experience of the organization - ✔✔KCS article
KCS - ✔✔Methodology that focuses on knowledge as a key asset of the organization
KCS seeks to - ✔✔Create articles as by product of problem solving
Develop a KB of collective experience to date
Evolve articles based on demand and usage
Recognize - learning, collaboration, sharing, improving
Knowledge - ✔✔Information you can use to take action
Solve Loop Practices - ✔✔Improve
Reuse
Capture
Structure
Evolve Loop Practices - ✔✔Performance Assessment
,Leadership and Communication
Content Health
Process and Integration
KCS Roles - ✔✔Candidate
Contributor
Publisher
Coach
Knowledge Domain Expert (KDE)
Which role has view restrictions? - ✔✔Candidate
Which role can publish externally? - ✔✔Publisher
Best combination of techniques for picking coaches - ✔✔Organization Network Analysis (ONA) and
manager perspective
Organizational Network Analysis - ✔✔Nodes are people, arcs for trust relationships, degree of trust as
weight of the arc
Productivity of coaching and training vs. just training - ✔✔86% improvement vs. just 22% improvement.
Perspectives in an article - ✔✔Requestor (the context)
Responder (the experience)
Organization (the metadata)
Types of articles - ✔✔Experience-based (80-90)
Evolve loop (rest of 10-20%)
Compliance (rest of 10-20%)
Who owns the content standard? - ✔✔Knowledge Workers (not Managers)
Article state fields - ✔✔Confidence (Quality) (Status)
Audience
Governance (if needed)
Confidence values - ✔✔WIP
, Not Validated
Validated
Archived
AQI - ✔✔Article Quality Index
Checklist of attributes of a good article
Is AQI based on random sample or full check? - ✔✔Random sampling
AQI focuses on - ✔✔Content
Simple AQI checklist items - ✔✔Unique
Complete
Content clear
Title relates to article
Hyperlinks valid
Metadata correct
How should you migrate legacy content? - ✔✔You should not - start with an empty KB.
When can we link to external content? - ✔✔Specific information
Maintained
Requestor can access
Matches requestor's context
Who owns the workflow? - ✔✔Knowledge workers
Who owns communication plan? - ✔✔Managers
Who owns the performance assessment? - ✔✔Managers
How to we capture the issue? - ✔✔Listen, understand, and use the requestor's terms
PAR - ✔✔Process Adherence Review
A PAR reviews all incidents? - ✔✔False
SOLUTIONS
Factors for self-service success - ✔✔Findability
Completeness
Access
Navigation
Marketing
Types of Demand - ✔✔Assisted - call in
Self-Service
Communities and Social Media - chat boards, discussion boards (e.g. StackOverflow)
Captures the collective experience of the organization - ✔✔KCS article
KCS - ✔✔Methodology that focuses on knowledge as a key asset of the organization
KCS seeks to - ✔✔Create articles as by product of problem solving
Develop a KB of collective experience to date
Evolve articles based on demand and usage
Recognize - learning, collaboration, sharing, improving
Knowledge - ✔✔Information you can use to take action
Solve Loop Practices - ✔✔Improve
Reuse
Capture
Structure
Evolve Loop Practices - ✔✔Performance Assessment
,Leadership and Communication
Content Health
Process and Integration
KCS Roles - ✔✔Candidate
Contributor
Publisher
Coach
Knowledge Domain Expert (KDE)
Which role has view restrictions? - ✔✔Candidate
Which role can publish externally? - ✔✔Publisher
Best combination of techniques for picking coaches - ✔✔Organization Network Analysis (ONA) and
manager perspective
Organizational Network Analysis - ✔✔Nodes are people, arcs for trust relationships, degree of trust as
weight of the arc
Productivity of coaching and training vs. just training - ✔✔86% improvement vs. just 22% improvement.
Perspectives in an article - ✔✔Requestor (the context)
Responder (the experience)
Organization (the metadata)
Types of articles - ✔✔Experience-based (80-90)
Evolve loop (rest of 10-20%)
Compliance (rest of 10-20%)
Who owns the content standard? - ✔✔Knowledge Workers (not Managers)
Article state fields - ✔✔Confidence (Quality) (Status)
Audience
Governance (if needed)
Confidence values - ✔✔WIP
, Not Validated
Validated
Archived
AQI - ✔✔Article Quality Index
Checklist of attributes of a good article
Is AQI based on random sample or full check? - ✔✔Random sampling
AQI focuses on - ✔✔Content
Simple AQI checklist items - ✔✔Unique
Complete
Content clear
Title relates to article
Hyperlinks valid
Metadata correct
How should you migrate legacy content? - ✔✔You should not - start with an empty KB.
When can we link to external content? - ✔✔Specific information
Maintained
Requestor can access
Matches requestor's context
Who owns the workflow? - ✔✔Knowledge workers
Who owns communication plan? - ✔✔Managers
Who owns the performance assessment? - ✔✔Managers
How to we capture the issue? - ✔✔Listen, understand, and use the requestor's terms
PAR - ✔✔Process Adherence Review
A PAR reviews all incidents? - ✔✔False
